Liz Blacklock Email & Phone Number

San Jose, Ca, Us

- Design and Deliver SaaS onboarding workflow and materials- Develop success plans that outline their critical success factors internal company goals, and mitigate potential issues- Establishing a trusted adviser relationship to ensure customer’s overall satisfaction with our products- Proactively and effectively communicating products and services to increase the value of customer satisfaction with moderate guidance, ultimately leading to a successful renewal- Providing assurance and oversight to implementing customers regarding SaaS implementations- Coach and mentor new team members, focusing on developing product knowledge and relationships while keeping pace with a rapidly changing product and growing environment- Demonstrate subject matter expertise on internal processes and external product best practices, becoming a reliable internal resource for all team members

Consulted with organizations for Project / Program Management and digital marketing engagements. Notable Contributions: *Continued ongoing professional development between client projects: *Digital Marketing (Udemy); Customer Success (Gainsight Training); Leadership Training (Blackbaud U); and Salesforce training.

New York, Ny, Us

Developed and executed client & project management processes and procedures for clients throughout their lifecycle. Engaged across all channels to support clients planned engagements; managed escalations and focused on retention and renewal. Supported ongoing business development efforts through pricing and contracting. Notable Contributions: •Aligned role of Director of Account Management to growing the nonprofit vertical within the existing team.•Collaborated with key stakeholders across agency teams for joint venture opportunities that consistently resulted in new business opportunity/growth.

Charleston, South Carolina, Us

Strategically managed an enterprise portfolio with 40+ clients and an ARR of 12.5M. Developed and executed client engagement strategies to boost retention, revenue, and product usage. Collaborated with cross functional groups for complex renewals and new client onboarding. Create and execute Account/Success plans that aligned customer goals and internal tactics to focus on retention and growth as well as creating client advocates. Notable Contributions: •Initiated and managed a project to review, document, and operationalize internal client work; reduced monthly costs by 60% •Cross team collaboration with sales, professional services, marketing and operations to onboard new and upsold clients consistently •Managed personal portfolio as well as several Portfolio Managers with YoY successful KPIs

Charleston, South Carolina, Us

Strategically managed a portfolio with 13+ clients and an ARR of 5.5M. Managed a team of project managers and interfaced with clients regularly for QBRs, escalations, renewals and contract negotiations. Developed and implemented client communication strategies to deliver tailored messaging to increase engagement and identify opportunities. Execute Account/Success plans including cross team efforts. Notable Contributions: •Consistently met or exceeded client retention and revenue KPI’s during tenure in role. •Presented at conferences, as well as sessions at user forums and client-focused meetings for 5 to 150 attendees.

Charleston, South Carolina, Us

Directed team of 10 Relationship Managers across ~100 accounts. Key focus of the team was escalation management, renewal efforts and continuous client satisfaction. Quickly resolved escalated issues, advocated for client needs, and managed technical projects across discovery, documentation, and testing. Notable Contributions: •Oversaw project to document all Client Managements processes and procedures and train relevant staff to improve client engagement and retention. Streamlined workflow and onboarding, enabling growth in capacity without adding new hires.

Arlington, Va, Us

Led 40-member data entry and fulfillment team responsible for the accurate and timely data handling for shared services center. Manage relationships with vendors handling fulfillment and shipping operations and partner with colleagues to develop improved processes and increase cross-departmental support. Serve in Train-the-Trainer role in group and individual settings as well as oversaw the efforts to document all internal procedures.